Pharmacy type
Community
Pharmacy context
COVID-19
Relevant standards
- 4.2 - Pharmacy services are managed and delivered safely and effectively
Why this is notable practice
The pharmacy is supporting a team member in the shielding group by allowing them to work from home. The pharmacy team member is answering emails through the pharmacy’s secure email account during this time.
How the pharmacy did this
The pharmacy had directed as many people as possible to submit any comments and queries to the pharmacy by e-mail rather than telephone during the COVID-19 pandemic. This kept phone lines free for urgent calls. And allowed a pregnant member of the team to continue working while based at home. The team member was dealing with any queries within her competencies. The team member was providing the pharmacy with a summarised list of people requiring medicines to be delivered each day. And was able to forward prescription requests securely to surgeries. All other queries were collated and sent to the pharmacist at the end of the day to be dealt with.
What difference this made to patients
People have a way of contacting the pharmacy without disrupting the dispensing process. This reduces pressure on team members working in the dispensary. And people have confidence their queries will be answered efficiently without them having to leave their homes.
Highlighted standards
We have identified the standards most likely and least likely to be met in inspections, and highlighted examples of notable practice for each of these standards; to help everyone learn from others and to support continuous improvement: